Active Directory Support Technician

ELVIS OWUSU

***************@*****.*** 571-***-****)

***** ******** **. ********* **. 22193

SUMMARY

Very technical IT Support Technician has terrific troubleshooting and good interpersonal skills to assist customers with computer issues. Possesses a thorough knowledge of computer hardware and software applications. Has eight years of experience working as an IT Support/ Helpdesk Support Technician.

Highlights

●Excellent telephone skills and good ability to use Remote Access tools

●Good analytical and troubleshooting abilities

●Strong knowledge of viruses application glitches and hardware issues

●Patient and able to walk customers through troubleshooting and repair process

●Excellent communication abilities

●Good customer-service skills

●Keeps abreast of changes in technology

●Good organizational abilities

●Good understanding of installations and updates

Education

●High School Diploma

●IT Technical Training

●ITIL Management Suite

Certification And Training

CompTIA A+

Technical Skills

●Operating system: Windows [7-10] Windows Server 2003, Server 2008 R2, Server 2012 R2, LINUX, Mac OS X.

●Hardware: Replace Motherboard, Micro Processor, cooling system, sound card, Graphic card, SCSI, IDE devices, SATA, PATA Hard Drives, SSD, Network Interface Cards, install Printers, scanners, setup Faxes and other peripherals

●Software: Microsoft Office 365 (Word, Excel, Access, Outlook, PowerPoint, OneDrive, Microsoft Teams, Publisher) VM ware Horizon, vSphere Client, Remote Desktop Connection, Team Viewer, WebEx, Citrix GoToMeeting, Wireshark, Tcpdump

●NETWORKING: DHCP, DNS, TCP, UDP.

●Incident Management/Analysis: Service Now, BMC Remedy.

Work Experience

Hercules Real Estate, VA May 2017 – March 2021

IT Support Technician / Field Technician

●Provided technical assistance to customers on inbound telephone tech support calls.

●Used remote access to perform troubleshooting when needed.

●Walked customers through step-by-step process for troubleshooting hardware issues.

●Assisted customers with anti-virus program installations and virus removals.

●Used good problem-solving skills for troubleshooting problems.

●Used great customer-service skills. Installed and maintained company’s computer systems and network.

●Performed upgrades and installed updates.

●Completed troubleshooting and repair when computers had problems.

●Assisted office staff with computer application questions.

●Conducted computer technology training with all new staff and students.

●Recommended computer products and applications to improve productivity.

●Clients to assess their problems, coordinate the right equipment/software to resolve problems or process service requests.

●Maintains contact with clients and second/third level support personnel on operational and production problems.

●Maintains software and hardware registration and inventory to provide upgrades as necessary and ensure appropriate security levels are maintained.

●Adheres to Service Level Agreements as outlined in the Help Desk Policies and Procedures

●Desktop Imaging, Deployment& Scripting

●Hardware, software& O/S Trouble Shooting.

●Deployment of operating systems (Windows 7,8,10, Mac OS) locally & globally.

●IP telephony setups and installs i.e. Solid Blackberry and iPhone troubleshooting skills

●Active Directory, Active Roles, Server and Network configurations

●Incident Management with Service Now Ticketing System

Verizon, Ashburn, VA Dec 2015 – Dec 2017

Application/Helpdesk Support Engineer

●Supported, troubleshot, and remediated issues pertaining to current and future versions of desktop operating systems to include, but not limited to, Windows 7, and Windows Server 2003 and Linux at the bank.

●Installed, supported, troubleshot and remediated issues pertaining to new/reissued PC hardware and software.

●Integrated system peripherals such as printers, scanners, digital senders, mass storage devices, etc. into users’ workstations.

●Configured and supported end-user network connectivity including, but not limited to, wired LAN, wireless LAN, and broadband wireless cards.

●Provided support for all IT equipment, to include PCs, printers, portable computers, multi-function print devices, and smartphone devices, Polycom (video VTC) units and other miscellaneous IT equipment.

●Installed, configured, and supported current and future versions of networking. Protocols for wired and wireless connectivity, for local and remote users.

●Installed, configured and troubleshot e-mail client software (Outlook) and guided/assisted customers in the management of their email and use of these client applications including, but not limited to, the use of rules and personal folders/archives.

●Demonstrated knowledge of Google's Android and Apple's iOS operating systems used primarily in mobile technology, and supported hardware devices such as Smartphone’s and tablets at the bank.

●Support end users on banking application related issues in T24 banking application.

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